System and method for multi-modal monitoring of a network

ABSTRACT

A system and method for network monitoring are disclosed. In one embodiment, a network monitoring method includes determining that a caller can receive audible information via a first access device and graphical information via a second access device. The method also includes converting a request communicated by the caller via the first access device to a directive for a network management engine to retrieve network management information related to at least one monitored network device. The method also includes translating a first portion of the network management information to a first format for communication to the first access device and translating a second portion of the network management information to a second format for communication to the second access device.

CLAIM OF PRIORITY

This application is a continuation of, and claims priority from, U.S.patent application Ser. No. 10/644,260, filed Aug. 20, 2003, now U.S.Pat. No. 7,221,938 which is hereby incorporated by reference in itsentirety.

FIELD OF THE DISCLOSURE

The present disclosure relates to network management, and moreparticularly to a system and method for multi-modal monitoring of anetwork.

BACKGROUND OF THE DISCLOSURE

In the world of information technology (IT), a network is made up of aseries of nodes interconnected by communication paths. Networks ofteninterconnect with computing devices of differing types and with othernetworks of various sizes. An enterprise network, for example, mayinterconnect with several local area networks (LANs) and one or moremetropolitan area networks (MANs) or wide are networks (WANs).

An enterprise with a need to interconnect its various sub-networks witha broader network may do so by connecting some of the nodes on itsnetwork with nodes of the broader network. In many cases, thisintermingling of smaller network assets actually helps create thebroader network.

A given network may be characterized by several factors like who can usethe network, the type of traffic the network carries, the typical natureof the network's connections, and the transmission technology thenetwork uses. For example, one network may be public and carry circuitswitched voice traffic while another may be private and carry packetswitched data traffic. Whatever the make-up, most networks facilitatethe communication of information between at least two nodes, and as suchact as communications networks.

Given the potential complexity of a network, network operators andenterprises often invest a great deal of time and money managing andmaintaining their networks. They usually supervise, monitor, andmaintain their networks at a network operations center (NOC). A typicalNOC is a room containing visualizations of the network or networks thatare being monitored. The NOC may have workstations that show graphicalrepresentations of the network and provide a detailed and near real-timestatus of the network. In most cases, the network operations center isthe focal point for network troubleshooting, performance monitoring,third party network coordination, software maintenance and distribution,as well as router and domain name management.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention is pointed out with particularity in the appendedclaims. However, features are described in the following detaileddescription in conjunction with the accompanying drawings in which:

FIG. 1 shows a block diagram of a multi-modal network monitoring systemincorporating teachings of the present disclosure; and

FIG. 2 depicts a representative graphical user interface that may beused when practicing a multi-modal monitoring method that incorporatesteachings of the present disclosure.

DETAILED DESCRIPTION OF THE DRAWINGS

Network operators and enterprises often invest a great deal of time andmoney managing and maintaining their networks. Network administratorsfrequently supervise, monitor, and maintain their networks at a NOC ornetwork operations center. The NOC is typically a room containingvisualizations of the network or networks being monitored. The NOC mayhave workstations that show graphical representations of the network andprovide a detailed and near real-time status of the network. In mostcases, the network operations center is the focal point for networktroubleshooting, performance monitoring, third party networkcoordination, software maintenance and distribution, as well as routerand domain name management.

As mentioned above in the brief description of the drawings, FIG. 1shows a block diagram of a multi-modal network monitoring system 10incorporating teachings of the present disclosure. System 10 includes anetwork operations center 12 that contains several different components.NOC 12, like other network operations center, may tend to rely heavilyon manual command line interface interaction and/or software tools thatuse Simple Network Monitoring Protocol (SNMP) to manage a monitorednetwork 14 and its monitored devices 16, which may include hardware,software, firmware, or combinations thereof.

For many administrators, SNMP represents a standard way of determiningif devices on a network like monitored devices 16 are operatingproperly. With SNMP, monitored devices 16 may effectively monitor theirown activity using built-in software programs sometimes referred to asagent software. Monitored devices 16 may store information about theirown activity in a local data store or database called a managementinformation base (MIB). The information stored in a typical MIB may beprotocol data units (PDUs). An overall network management engine 18,like IBM's NetView, may be running as an application or engine on a NOCserver 20 and may be capable of initiating a query to various agents onnetwork 14 and effectively “ask” for a copy of their respective MIBinformation.

A managed network system incorporating teachings of the presentdisclosure may contain at least two primary elements: network managementengine 18 and agent software running on monitored devices 16. Networkmanagement engine 18 may reside at and be executing on a server,workstation or console, like NOC server 20. Network management engine 18may allow a network administrator to perform network managementfunctions and initiate management commands like get, get next, get bulk,inform, and set from a management console 22. As mentioned above, deviceagents may be entities that interface to monitored devices 16, and thedevice agents may initiate among other things response signals and/orevent notifications or traps.

Bridges, Hubs, Routers and/or network servers may be examples ofmonitored devices 16. However, monitored devices 16 may also includeobjects. For example, a network server may contain physical objects,hardware, configuration parameters, and/or operational statistics. Eachof these objects may act as one or more of monitored devices 16, as eachof these objects may have an impact on the then-current operation oftheir parent device and network 14.

In practice, SNMP may be less of a “protocol” and more of a clientserver application that runs on the User Datagram Protocol UDP serviceof the TCP/IP protocol suite. Moreover, SNMP may not be the only optionfor network management “protocols”. Common Management InformationProtocol (CMIP) provides a powerful and secure alternative to SNMP.However, CMIP tends to have more overhead than SNMP, which may not beextremely efficient anyway. In operation, SNMP uses considerablebandwidth relaying extra information like the version number, which isoften included in every message.

Whatever the basis of the deployed network management system, the toolsused are often very powerful and productive but tend to limit visualaccess to relevant network information to graphical user interfaces(GUIs) or command line format displays. And, accessing this informationusually requires a NOC-centric computer with an attached display deviceand a network connection like management console 22.

In the embodiment depicted in FIG. 1, system 10 and NOC 12 may improveupon conventional techniques for accessing relevant network information.For example, NOC 12 may make network information and managementfunctions available in different modalities by incorporating such thingsas a text-to-speech engine, an Interactive Voice Response (IVR) system,a speech-enabled interface architecture, or some GUI-less interface.

As depicted in FIG. 1, NOC 12 may allow multiple modes of interaction,either individually or together. These modes and their implementationmay include, among other things, GUIs, speech interaction, visualinteraction, pen or stylus interaction, gestures-based interaction,quasi-virtual reality interaction or some other Haptics-basedinteraction. As such, NOC 12 may facilitate various modalities of humanto computer interaction and make it easier to connect and share networkinformation between multiple devices and multiple people.

In some embodiments, a system incorporating teachings of the presentdisclosure may be able to adapt information exchange to a given device,to a user preference, and/or network state or other condition. Forexample, an access device engine 24 may be capable of determining anaccess device type used by a calling or accessing party to interact withthe network management engine 18. In some embodiments, access deviceengine 24 may include a format converter that can translate at least aportion of available network information into a signal and/or signaltype receivable by a given access device type. There may be severalmark-up languages and techniques employed in system 10 to facilitatethis and other capabilities. For example, a designer of system 10 andNOC 12 may elect to use XHTML, SMIL or some other mark-up language inconjunction with a speech recognition engine. Other designers may electto use VoiceXML, HTML, Voice Browser, Xforms, and/or others.

In preferred embodiments, a system administrator may be able to callinto a caller response unit like IVR system 26 to troubleshoot networkson a proactive or reactive measure. The system administrator may gothrough IVR 26 to ask specific questions about the network, to instructthe network components to execute troubleshooting commands such as“pings”, “traceroutes”, etc., or to perform other network management andmaintenance functions like network troubleshooting, performancemonitoring, third party network coordination, software maintenance anddistribution, as well as router and domain name management.

As mentioned above, network management engine 18 may be capable ofissuing a request to monitored devices 16 and further capable ofreceiving network information in response to the request. In someembodiments, a multi-modal administration engine 28 may allow a callingparty or administrator to interact with network management engine 18. Acaller response unit (like IVR 26) associated with multi-modaladministration engine 28 may be capable of receiving a user input fromthe administrator and converting the user input into a request fornetwork information.

In preferred embodiments, a format converter, which may be a stand aloneengine or component like text-to-speech translator 30 or an assetincorporated into another engine like access device engine 24, may beassociated with multi-modal administration engine 28 and capable oftranslating at least a portion of a first signal representing networkinformation into a second signal representing an audible sound. Theaudible sound may be played to the administrator so that theadministrator may receive network information in a modality other thanor in addition to the graphical presentation of text.

A system administrator working with a NOC, like NOC 12, thatincorporates teachings of the present disclosure may be able to workremotely without a networked data connection to the NOC. Theadministrator may be able, during times of a NOC failure, to provide abackup solution for monitoring networks. Embodiments incorporatingteachings contained herein will preferably provide increased flexibilityto network administrators and be operational with products that may ormay not be SNMP manageable. Embodiments may be employed with voicenetworks, data networks, other communications networks, or combinationsthereof.

In light of the potential authority granted to a remotely locatedadministrator, a system incorporating teachings of the presentdisclosure may elect to use some rights management technique. Forexample, a system like system 10 may employ a security engine 32, whichcould include an authentication engine and an authorization engine. Inpractice, the authentication engine may be communicatively coupled to acaller response unit like IVR 26. The authentication engine may be ableto compare an initial set of credentials received from the calling partyagainst a maintained set of credentials. The credentials may include,for example, a user name and password combination. If the receivedcredentials match the maintained credentials, the authorization enginemay grant access to multi-modal administration engine 28.

As mentioned above, an administrator may call NOC 12 and/or be called byNOC 12. As such, a system incorporating the present teachings mayinclude a telephone interface 34 capable of connecting anadministrator's call to a component of system 10 like IVR 26. In someembodiments, interface 34 may be capable of receiving a voice overinternet protocol (VoIP) call, a wireless call, and/or a moretraditional Plain Old Telephone Service (POTS) call. The call may be avoice call, a data call, or a combination thereof.

In the embodiment of FIG. 1, system 10 may be capable or receivingand/or initiating calls through interface 34. System 10 may also becapable of routing network information back to an administrator and/orthe administrator's access device or devices. System 10 could, forexample, include a modality engine that initiates the routing of audibleinformation or speech signals to a first access device like a telephoneand the routing of additional network information like graphical orvisual presentations of information to a second access device like acomputer, laptop, personal digital assistant (PDA), smart telephone, orother device capable of receiving data.

As mentioned above, the access device type may effect how networkinformation is communicated to a remote administrator. Similarly, theconnection or link type may impact delivery of network information. Forexample, an administrator may elect to access multi-modal administrationengine 28 with one or more remote access devices 36, which may include acomputer 38, a wireless telephone 40, and a wireline telephone 42.Accessing with wireline telephone 42 may involve calling NOC 12 acrossPublic Switched Telephone Network 44. Accessing with computer 38 mayinvolve connecting to NOC 12 across a portion of Public SwitchedTelephone Network 44 and/or a larger network like Internet 46. Aconnection between computer 38 and NOC 12 may involve the communicationof a TCP/IP packet and may be pure data communication or a combinationdata and voice communication. The voice portion of the combination mayinvolve the creation of a derived voice channel, a VoIP call, an instantmessenger (IM) connection, some other technique, or a combinationthereof.

Accessing with wireless telephone 40 may involve connecting to NOC 12via a wireless network component 48, a portion of Public SwitchedTelephone Network 44 and/or a larger network like Internet 46. Awireless link type may depend on the electronic components associatedwith a given wireless access device and other wireless networkingcomponents like cellular towers or wireless local area network (LAN)hubs.

The wireless access device, cellular tower and/or wireless hub (WirelessEnabled Devices) may include any of several different components. Forexample, a Wireless Enabled Device may have a wireless wide areatransceiver, which may be part of a multi-device platform forcommunicating data using radio frequency (RF) technology across a largegeographic area. This platform may be a GPRS, EDGE, or 3 GSM platform,for example, and may include multiple integrated circuit (IC) devices ora single IC device.

A Wireless Enabled Device may also have a wireless local areatransceiver, which may communicate using spread-spectrum radio waves ina 2.4 GHz range, 5 GHz range, or other suitable range. The wirelesslocal area transceiver may be part of a multi-device or single deviceplatform and may facilitate communication of data using low-power RFtechnology across a small geographic area. For example, if the wirelesslocal area transceiver includes a Bluetooth transceiver, the transceivermay have a communication range with an approximate radius of one hundredfeet. If the wireless local area transceiver includes an 802.11(x)transceiver, such as an 802.11(a)(b) or (g), the transceiver may have acommunication range with an approximate radius of one thousand feet.

In addition to the use of remote access devices, and administrator maychoose to more directly access the management tools of NOC 12 frommanagement console 22. In some embodiments, the administrator may accessthe tools and network information from within monitored network 14. Forexample, an administrator may be able to access NOC 12 from computer 50,which may be included within monitored network 14.

In practice, the information communicated across the various links ofFIG. 1 may be compressed and/or encrypted prior to communication. Thecommunication may be via a circuit-switched network like most wirelinetelephony networks, a frame-based network like Fibre Channel, or apacket-switched network that may communicate using TCP/IP packets likeInternet. The physical medium making up at least a portion of the linksmay be coaxial cable, fiber, twisted pair, an air interface, other, orcombination thereof. In some embodiments, at least one of the links maybe a broadband connection facilitated by an xDSL modem, a cable modem,another 802.11x device, some other broadband wireless linking device, orcombination thereof.

In some embodiments, various pieces of information including networkinformation may be communication to an administrator in a format thatallows a graphical user interface to display textual information and avisual representation of the monitored network. As mentioned above, FIG.2 depicts a representative graphical user interface 52 that may be usedwhen practicing a multi-modal monitoring method that incorporatesteachings of the present disclosure. GUI 52 may be presented within adisplay associated with an access device. GUI 52 may include a browserbar portion 54 and a display portion 56. Display portion 56 may containseveral active windows 58, 60, and 62.

As depicted, window 58 may be associated with an IM client and capableof showing a transcript of the verbal communication occurring betweenthe administrator and a NOC component. Window 58 may also be associatedwith a VoIP call, a derived voice channel call, a POTS call, or someother verbal communication link. Window 60 may present an imagerepresenting a monitored network, like network 14 of FIG. 1. As shown,the monitored network may be experiencing an outage—represented by an“X”. Window 62 may be displaying requests issued by a network managementengine, like network management engine 18 of FIG. 1.

In operation of a system incorporating teachings of the presentdisclosure, a voice call may be communicatively coupled to a networkmanagement engine. The network management engine and/or another engineassociated with the system may receive a spoken directive from a partyto the call, which may be an administrator. The spoken directive may beconverted into a request for network information.

In preferred embodiments, an SNMP request representing the spokendirective may be sent from a network management engine to a monitorednetwork device. The system may receive a response from the monitorednetwork device, recognize that the administrator can receive audibleinformation via the call and graphical information via a dataconnection. As such, the system may convert a first portion of theresponse to audible information and a second portion of the response tographical information. The first portion may then be routed to theadministrator via the call, while the second portion is routed to theadministrator via the data connection.

Many of the above techniques may be provided by a computing deviceexecuting one or more software applications or engines. The software maybe executing on a single computing platform or more than one. Theplatforms may be highly capable workstations, personal computers,microprocessors, servers, or other devices capable of performing thetechniques. The device or devices may have a computer-readable mediumhaving computer-readable data to receive a spoken directive from a partyto a call, to convert the spoken directive into a request forinformation from a monitored network device, to receive a response froma software agent associated with the monitored network device, toconvert the response into a spoken response, and to initiate playing ofthe spoken response to the party.

It will be apparent to those skilled in the art that the disclosedembodiments may be modified in numerous ways and may assume manyembodiments other than the particular forms specifically set out anddescribed herein.

Accordingly, the above disclosed subject matter is to be consideredillustrative, and not restrictive, and the appended claims are intendedto cover all such modifications, enhancements, and other embodimentsthat fall within the true spirit and scope of the present invention.Thus, to the maximum extent allowed by law, the scope of the presentinvention is to be determined by the broadest permissible interpretationof the following claims and their equivalents, and shall not berestricted or limited by the foregoing detailed description.

1. A computer-readable medium comprising instructions that areexecutable by a processor to: determine that a called party can receiveaudible information via a first access device and graphical informationvia a second access device; initiate a call to the called party; converta request communicated by the called party via the first access deviceto a directive for a network management engine to retrieve networkmanagement information related to at least one monitored network device;and translate a first portion of the network management information to afirst format for communication to the first access device andtranslating a second portion of the network management information to asecond format for communication to the second access device.
 2. Thecomputer-readable medium of claim 1, further comprising instructionsthat are executable by the processor to communicate with the calledparty via a voice over internet protocol (VoIP) interface.
 3. Thecomputer-readable medium of claim 1, further comprising instructionsthat are executable by the processor to receive an input from the calledparty directing the network management engine to issue a query to aparticular monitored network device agent.
 4. The computer-readablemedium of claim 1, further comprising instructions that are executableby the processor to receive an input from the called party directing thenetwork management engine to issue a simple network management protocol(SNMP) request.
 5. The computer-readable medium of claim 1, furthercomprising instructions that are executable by the processor to routethe first portion of the network management information to the firstaccess device and to route the second portion of the network managementinformation to the second access device.
 6. The computer-readable mediumof claim 5, further comprising instructions that are executable by theprocessor to convert the first portion of the network managementinformation to audible information and the second portion of the networkmanagement information to graphical information.
 7. Thecomputer-readable medium of claim 6, wherein the graphical informationincludes a visual representation of a network monitored by the networkmanagement engine.
 8. The computer-readable medium of claim 1, furthercomprising instructions that are executable by the processor to decouplethe call from the network management engine and to receive an additionaldirective originating from an input device coupled to a computingplatform comprising the network management engine.
 9. A networkmonitoring system, comprising a network management engine adapted toinitiate a call to a called party, adapted to instruct at least onemonitored network device to execute a network management command to testone or more network devices in response to the network management enginereceiving data via a voice communication interface indicating a requestfrom the called party for the at least one monitored network device toexecute the network management command to test the one or more networkdevices, adapted to query the at least one monitored network device fornetwork management information, and adapted to provide access to thenetwork management information via a plurality of access interfaces. 10.The network monitoring system of claim 9, further comprising an accessdevice engine adapted to identify at least one access interface used bythe called party requesting the network management information and aformat converter adapted to convert the network management informationto a format corresponding to the at least one access interface.
 11. Thenetwork monitoring system of claim 9, further comprising a modalityengine adapted to receive the request from the called party via a firstuser access device and to route at least a first portion of the networkmanagement information from the network management engine to the firstuser access device and to route at least a second portion of the networkmanagement information from the network management engine to a seconduser access device.
 12. The network monitoring system of claim 11,wherein the modality engine is adapted to route the first portion of thenetwork management information to a voice communication device and toroute the second portion of the network management information to acomputing device.
 13. The network monitoring system of claim 11, whereinthe second portion of the network management information is provided asa graphical user interface that displays a visual representation of anetwork monitored by the network management engine.
 14. The networkmonitoring system of claim 9, wherein the plurality of access interfacesincludes a voice communication interface, a graphical user interface, atouch screen interface, a gesture-based interface, a quasi-virtualreality interface, a text-to-speech interface, or any combinationthereof.
 15. The network monitoring system of claim 9, wherein thenetwork management information includes activity data stored in amanagement information base at a monitored network device.
 16. Thenetwork monitoring system of claim 15, wherein the activity data storedin the management information base includes protocol data units.
 17. Thenetwork monitoring system of claim 9, further comprising a securityengine to verify user credentials.
 18. The network monitoring system ofclaim 9, further comprising: a multi-modal administration engineoperable to allow a caller to interact with the network managementengine; and a format converter associated with the multi-modaladministration engine, the format converter operable to translate atleast a portion of a first signal representing network managementinformation into a second signal representing an audible sound.
 19. Thecomputer-readable medium of claim 1, further comprising instructionsthat are executable by the processor to convert a command communicatedby the called party via the first access device to a directive for thenetwork management engine to instruct the at least one monitored networkdevice to execute the command.
 20. The computer-readable medium of claim1, wherein the at least one monitored network device is a router.